Voxpro CX Index: At the Corner of Technology and Human Experience
November 14, 2018 at 5:09 pm

According to the Voxpro CX Index: At the Corner of Technology and Human Experience, though, consumers still want human-to-human interaction. This means businesses need to deploy a balanced approach for CX. Voxpro, powered by TELUS International, surveyed 1,000 U.S. consumers to determine how they feel about interacting with AI and automation, such as chatbots, and how well they trust businesses with their personal data.

David vs. Goliath: How SMBs Can Create a Competitive Edge With Customer Experience
October 12, 2018 at 8:58 am

It can be hard being a small business today. How does one compete with industry powerhouses that offer millions of SKUs and free two-day shipping? Amazon Prime Now, for example, has over 940,000 products available across 32 U.S. cities, and Target has 39 distribution centers in the U.S. alone. The human and capital resources needed…

Why Accuracy in Natural Language Processing is Crucial to the Future of AI in Retail
September 16, 2018 at 9:05 pm

More than ever before, artificial intelligence (AI) is being used as a way for people to communicate with brands. Retail companies in particular are turning to AI-powered chatbots as a critical part of their tech stack to deliver mass precision reach and a superior customer experience. In fact, retail is expected to overtake banking to…

AI Chatbot Helps TechStyle Save More Than $1M
September 10, 2018 at 1:05 pm

By implementing a self-service artificial intelligence (AI) chatbot solution, TechStyle Fashion Group (parent company of JustFab, Fabletics, ShoeDazzle) saved more than $1 million and was able to reduce the overall number of calls to its contact centers for transactional and traditionally self-service issues. In addition, the chatbot’s proactive, context-inclusive handoff of more complex chat sessions to live agents…

Chatbots With Personality
June 22, 2018 at 9:44 am

1966. That's the year the first “chatterbox” appeared. Fifty-two years later, chatbots are on the verge of completely changing the customer/retail shopping experience. Like site search in the 2000s, many of these emerging customer touchpoints are being automated using a combination of simple keywords and rules-based logic. On one hand, these messaging bots can streamline…

4 Reasons Brands Should Focus on Conversational Commerce in 2018
March 13, 2018 at 11:56 am

You can’t ignore the growing prominence of artificial intelligence (AI) in today’s retail landscape. According to IDC, 40 percent of retailers will have developed a customer experience architecture supported by an AI layer by 2019. Will your business be one of them? Retailers that fail to incorporate an AI-backed solution into their business strategies will…

How Chatbots Can Improve Holiday Shoppers’ Experiences
December 7, 2017 at 10:48 am

The way customers interact with organizations is changing. When consumers use certain social channels and platforms in their everyday lives, they expect companies to interact with them on their terms and on their channels. Historically, while many consumers used to, and still do, use the phone to reach a company if they have a problem,…

The Connected Consumer: IoT and Automation in Everyday Life
December 5, 2017 at 11:15 am

Consumers are eager to embrace connected devices and automation; however, they remain wary of the Internet of Things (IoT), security breaches and their long-term effects. People want the ease and accessibility that automation can provide but want assurance that there are protocols and security measures in place before they fully adopt these practices. Optimistic for…

There Can Be No Denying: Chatbots Are Now Marketers
December 4, 2017 at 9:44 am

With the rise of “conversational experiences,” just about every business function — from marketing to commerce to support — must be redesigned to be conversational. The greatest impact felt due to conversational marketing is that businesses interact with far more consumer prospects than they do with paying customers. Each one of us will soon be…

Why Chatbots Today Are Being Built Incorrectly by Businesses
November 21, 2017 at 11:07 am

Today, those reading about chatbots will find them familiar and take interest in how they can make a business successful. Many years ago, however, the idea of chatbots helping businesses left consumers wondering how helpful their contributions would be. Today, chatbots are in the majority of our favorite apps, like Uber and WeChat. As consumers…